PATRICK ALIGO ABATE

1. Communicates updates on issues in a timely manner to ensure client satisfaction, key performance indicators (KPI)’s and productivity are met as well as being the designated support engineer for executive staff.

• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
• Performed root cause analysis of reported issues to enact corrections.

2. Provide technical support to meetings, connect, and support high level video conferences for senior staff members.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

3. Carry out training and induction programs for new staff of the Local service desk and Unite Service desk at UNON ICTS.

• Maintained response times to support business continuity.

4. Monitoring incidents and security breaches to the system and log incidents with respective teams and follow through to completion.

• Gathered trend data from customer calls and interactions.

5. Working in liaison with focal points across the business to provide quality services to clients by using effective IT solutions.

• Explained technical information in clear terms to promote better understanding for non-technical users.
• Researched new tactics to better hone responses and shorten remediation times.

6. Communicates updates on resolved issues to ICTS management.

• Documented faults and bugs for referral to development staff for use in updates.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.

1. O365 Tier 1 mailing administrator; Provisioning of User accounts, Shared mailboxes, Distribution Lists and Mail enabled security groups as well as their configuration and support.

2. Cloud computing services setup, configuration, and support i.e., OneDrive, SharePoint Online, Microsoft Teams etc.

3. Phishing attacks detection and mitigation as well as followed standard procedures to curb the threat, Spam filtering and junk mail options. Multi-Factor Authentication setup and services.

4. ERP Systems configuration and support: Experience in various modules e.g., Travel management, Fund commitments, Shopping carts and Expense reports, Grants Management, HR management.

5. Offered remote assistance to out-posted users using various remote connectivity platforms. e.g., Team viewer, Skype for Business and Microsoft Teams.

6.Escalated to Level 2 customer issues unresolved at Level 1 with concise description; Followed-Up with Tier 2 teams and kept the customer updated on resolution progress as well as taking the user through the problem-solving process.

1. Responsible for the installation and setup of Citrix software on client machines

2. Maintained Citrix by regularly performing cleanup and reinstallation of the software as needed.

3. Responsible for installing and setup of System Center Configuration Manager (SCCM) on client machines to allow for remote connectivity.

4. In my role as a Unite Service desk engineer, I received, logged, and resolved client requests on UN HR system, Inspira and the UN user identification system, Enterprise Identity Management Service (EIDMS).

• Actively listened to customers' requests, confirming full understanding before addressing concerns.

1. Responsible for the configuration of 400 client IP phones on the Cisco Unified Communications Manager and both physical and soft setup of the phones.

2. Facilitated more than 50 Video and audio conference meeting coordination and setup for clients in the UN Gigiri complex.

3. Setup and trained UN staff on use of the PhoneSoft Unified Voice Messaging system.

4. Provided WebEx meeting support for clients.

5. Maintenance of communication equipment in both hardware and software.

• Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.

6. Regular cleanup of call manager for retired and separated staff members.

• Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.

• Programmed the Interactive Voice Response (IVR) Server in Microsoft Visual C++, testing and debugging the programs
• Ran MySql queries to retrieve data from IVR databases to create reports on the calls received
• Regularly ran statistical analysis of IVR calls, billing and revenue collection
• Worked in liaison with the marketing team to promote the technical aspect of IVR services and products
• Responsible for maintaining statistical analysis of revenue and costs of premium rate services and the submission of departmental reports to management
• Developed and maintained courteous and effective working relationships between our company and the partner media houses we collaborated with

• Responsible for the installation of new software releases and system upgrades
• Regularly evaluated and resolved software related problems on end user machines
• Monitored end user machines and made recommendations on hardware and software scheduled repairs and upgrades
• Supported desktops and server systems on the Windows platform by troubleshooting and resolving reported incidents
• Conducted network maintenance activities such as detecting, diagnosing and solving network related problems on both Windows NT servers and desktop systems.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Improved office operations by automating client correspondence, record tracking and data communications.

• Input data collected from field questionnaires of household feeding patterns into the database
• Conducted data processing using the statistical analysis software - STATA.
• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
• Kept optimal quality levels to prevent critical errors and support team performance targets.
• Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
• Evaluated source documents to locate needed information.
• Corrected data entry errors to prevent duplication or data degradation.
• Carried out day-to-day duties accurately and efficiently.